Job Description

Customer Experience Manager Essendon ZEEKR | Redefining the Future of Automotive

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Join one of Australia's most exciting automotive brands and help shape a customer experience unlike any other.

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At Essendon ZEEKR, we're not simply selling vehicles. We're delivering an cutting-edge, premium ownership journey powered by cutting-edge technology, exceptional service, and meaningful customer relationships.

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As we continue to grow, we're searching for a passionate and driven Customer Experience Manager to become the voice of our customers and champion excellence across every stage of the customer journey.

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This is a unique opportunity to work closely with our Sales Team, leadership group, customers, and key stakeholders to ensure every interaction reflects the premium standards of the ZEEKR brand.

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About the Role

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As the Customer Experience Manager, you will play a pivotal role in creating exceptional experiences for our customers from their first interaction through to long-term ownership.

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You'll work alongside our Sales Team to support customer engagement, manage customer feedback and complaint resolution, strengthen stakeholder relationships, and identify opportunities to continuously improve the customer journey.

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This role is perfect for someone who thrives on building relationships, solving challenges, and making a genuine impact on customer satisfaction and business success.

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Key Responsibilities Customer Experience Excellence

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- Champion an outstanding customer experience across every stage of the sales and ownership journey.
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- Manage customer feedback and complaints registers,



ensuring concerns are resolved professionally and efficiently.
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- Proactively identify trends, risks, and opportunities through customer insights and feedback.
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- Support the Sales Team in delivering a seamless and memorable customer journey.
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- Drive initiatives that improve customer satisfaction, loyalty, advocacy, and retention.
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- Ensure all customer interactions align with ZEEKR's premium brand standards and values.
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- Identify and implement opportunities for continuous improvement across customer touchpoints.
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Stakeholder & Relationship Management

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- Build strong relationships with customers, internal departments, manufacturer representatives, and external partners.
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- Act as a trusted escalation point for complex customer matters.
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- Work collaboratively with dealership leadership to improve processes and customer outcomes.
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- Support initiatives that enhance customer engagement and strengthen the Essendon ZEEKR brand.
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Reporting & Continuous Improvement

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- Analyse customer experience data and feedback to uncover meaningful insights.
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- Prepare reports and recommendations that support business improvement initiatives.
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- Assist in developing customer-focused programs, policies, and procedures.
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- Stay informed on industry trends and emerging best practices in customer experience.
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About You

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We're looking for someone who genuinely enjoys creating exceptional customer experiences and building long-term relationships.

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To be successful, you'll bring:

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- Previous experience in Customer Experience, Customer Success, Relationship Management, Hospitality, Automotive, Luxury Retail, or a similar customer-focused role.
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- Exceptional communication and interpersonal skills.
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- Strong conflict resolution and problem-solving capabilities.
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- The ability to build rapport and influence stakeholders at all levels.
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- Excellent organisational skills and attention to detail.
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- A proactive and solutions-focused mindset.
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- A passion for delivering experiences that exceed customer expectations.
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Why Join Essendon ZEEKR?

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Be part of one of the world's most exciting and innovative electric vehicle brands.

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Join a growing dealership with genuine opportunities for career development and progression.

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Work alongside a passionate and supportive leadership team.

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Make a real impact in a role where your ideas, initiative, and customer focus are valued.

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Help shape the future of customer experience within a premium automotive brand.

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The Opportunity

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This is more than a customer service role. It's an opportunity to become a key contributor to the success and growth of an emerging global EV brand.

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If you're passionate about people, customer excellence, and delivering experiences that leave a lasting impression, we'd love to hear from you.

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